Refund policy

Returns, Exchanges & Refund Policy

We want you to feel confident shopping with us and will always do our best to help if something isn’t right.

When a Return, Replacement, or Refund Is Available

We are happy to offer a replacement or refund if your item meets one of the following conditions:

Damaged Item – The product arrives with significant physical damage such as tears, holes, or broken stitching caused during manufacturing or shipping.
Manufacturing Error – The design is printed in the wrong position, upside down, partially missing, or a different design was printed than the one ordered.
Incorrect Item Received – You receive a product, color, or size different from what appears on your order confirmation.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, then make a separate purchase for the new item.

Return Request Process

Please contact us as soon as possible or within 12 days of delivery and include:
- Your order number
- Clear photos of the item
- A short video showing the issue
Our team will review your request and verify the claim.
If the claim is approved, we will arrange a replacement or issue a refund.
The item must remain unworn, unused, with tags attached, and in its original packaging.
Once approved, we will send you return instructions and a return shipping label (if applicable), including where to send the package.
Then make a separate purchase for the new item.

7. Please do not send the item back before receiving return authorization, as packages returned without prior approval cannot be accepted.

Return Shipping Charges

If a return is approved for reasons other than our error, the return shipping cost is the responsibility of the customer. However, if the item is damaged, defective, or incorrect due to our mistake, we will cover the replacement or refund.

Situations Where Returns or Exchanges Are Not Available

Because each product is made-to-order specifically for you, we may not be able to accept returns in the situations below:

The wrong size or color was selected when ordering
A change of mind after purchase
Ordering a different design or product than intended
Small variations in print placement that occur during normal production
Slight color or shade differences caused by screen displays or the printing process
The item has been worn, washed, altered, or damaged after delivery
Requests made after the 12-day window

We always recommend checking the size chart and product details before ordering. If you’re unsure about sizing, feel free to contact us - we’re happy to help you choose the best fit.

To start a return, you can contact us at help@threadlee.com Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

You can always contact us for any return question at help@threadlee.com

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Order Changes & Cancellations
Orders enter production quickly after purchase.
Because of this, we can only cancel or modify an order within 2 hours of placing it. After production begins, the order cannot be changed or cancelled.

Lost or Stolen Packages
We are not responsible for lost or stolen packages after confirmed delivery.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@threadlee.com